Google nest no longer recognizes any wifi

[MHH]

the thermostat no longer works with active wifi networks,  HOW doi get it replaced?

[Markjosephp]

Hello MHH,

I'm sorry to hear that your Nest Thermostat's Wi-Fi connection is not working. I'd be happy to take a look at this for you.

A few questions: could you provide more details if your thermostat shows any message code in the network settings or any power reports? Which Nest Thermostat do you have? Also, could you provide a rundown of all the steps you've tried?

I'll look forward to your response.

Regards,
Mark

[JustPeachy]

Hello Mark Joseph,

I'm having the same issues with my google nest thermostat as "MHH". I have taking every step to try to fix this problem. I just want to know how to get my thermostat replaced I have a warranty and am really frustrated that I can't get a representative on the phone to give me assistances. PLEASE HELP! 

[zoeuvre]

Hi JustPeachy, 

Oh no! Let me take a look at this for you.

Are you located in North America or Europe? What type of Nest Thermostat do you have? What do you exactly mean by MHH? Are there any messages or codes that appear on the app or on the thermostat? Also, could you list down all the troubleshooting steps you took in resolving this matter?

I'll look forward to your response. 

Best,

Zoe 

[EugeneSush]

Hello Mark Joseph,

I am having the same problem with Nest 3-rd generation thermostat. It shows W5 error message and tried all suggested troubleshoot steps. After restarting the thermostat several times I still see W5 message and no available WiFi networks can be identified. The battery is at 3.9V and all works but the network. I am located in N. America, California to be exact.

[Corvettedude]

Markjosephp,

I am having a Wi-Fi issue connection as well on one of my Nest thermostats.  I have one Nest thermostat that works fine.  The other one everything works fine except it has a network issue where it will not detect one.  I have worked on it for the last 2 hours going through all of the trouble shooting steps to include trying to add it to a hot spot and it will not detect it.  Please help.

Thank you,

Jason 

[zoeuvre]

Hi all,

@EugeneSush, we've received your form; thanks for filling it out. Please keep an eye on your email, as someone from our team will reach out to you to assist you more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

@Corvettedude, uh-oh! i'm sorry to hear that you are experiencing the same thing for your Nest Thermostat with others in this forum. Could you also fill out this form so we can dig deeper into this? Let us know once you're done.

Regards,

Zoe

[Corvettedude]

Filled out form as requested...Please review.  Thank you.

[MHH]

Hi Mark....it is a nest 3rd generation (3.25" Dia).

I have done all of the WIFI steps such as rebootingrouters and thermostat, renaming, trying other WIFI's etc.

I have no problems finding or using the WIFI for other devices, in fact I just connected an I5 roombot the other day without any difficulty

[Markjosephp]

Hello MHH,

Thanks for getting back to us and for sharing the steps you've taken. Could you give these steps a whirl?

1. On the thermostat, go to Reset > Account Connection > Reset to confirm.
2. This will unlink your thermostat from your account and forget its network connection.
3. Once done, go to the Network settings to see if a message code will appear.
4. If none, enable a mobile hotspot and search for Wi-Fi networks available nearby.

Let me know if that helps.

Best,
Mark

[MHH]

Hi Mark,

I just tried all of those steps and i still cannot connect to the hotspot or my WIFI

[Markjosephp]

Hi there,

Thanks for letting me know. To add, have you had a chance to perform a factory reset? If you haven't yet, can you give it a shot and let me know how it goes?

Best,
Mark

[MHH]

Hi Mark.  Yes I have done a factory reset and still cannot connect to working WiFi 

[MHH]

Mark.....I have done all that you have asked and I dont get any response from you for days!  Please replace this faulty unit as it is less than a year old and hasn't been able to connect to the WIFI  since June!

please help....Mike

[Markjosephp]

Hi MHH,

Sorry for the frustration, and I appreciate you for giving it a shot. Let's sort this out. If you wouldn't mind filling out this form we'll get you the right level of help.

Keep me posted once you're done.

Regards,
Mark

[MHH]

I just submitted the form.....thanks

[Markjosephp]

Hey MHH,

Thanks for completing the form; we have received it. A member of our senior support team will contact you via email. So please keep an eye out for the updates and continue the conversation there for questions or concerns about the process. So feel free to start a new thread for any future queries.

Warm regards,

Mark

[MHH]

Thanks

[Markjosephp]

Hi MHH,

You're most welcome! It looks like we have found a solution by replacing your thermostat. I appreciate your time and patience with us. If you have any other concerns or questions, please feel free to create a new thread.

Warm regards,
Mark

[MHH]

please let me know when you receive the form

[Markjosephp]

Hello MHH,

A case has been created for you and your issue has been escalated to our senior support team. If you have any specific questions or additional details you'd like to share, please feel free to let me know. I'm here to assist you.

Best,
Mark

[JustPeachy]

Hi Zoe,

I'm located in North America, disregard the "MHH" that was the username of the other community member having the same issue as me. I have a Nest Learning Thermostat Gen 3, It keeps giving a message saying " no wifi is found" when I try to connect the thermostat to my wifi. I have taken several troubleshoot steps to try to resolve this issue, like try starting my router, disconnecting and reconnecting my phone to the wifi also restarting the Nest thermostat. Please Help at this point I would like a replacement Thermostat to be sent out to me. This one clearly has a major problem.

[zoeuvre]

Hi folks,

@EugeneSush, yikes! I'm sorry to hear about that—don't give up on us yet. We'd like to further check on this. Please fill out this form that is only meant for you to use, so let me know once you’re done.

@JustPeachy, to check more on this, kindly try to connect your thermostat to your mobile hotspot. This will help us isolate this matter if this is caused by the internet or the thermostat itself. 

Keep us posted. 

Thanks,

Zoe 

[EugeneSush]

Hi Zoe,

I have completed the form back on Friday last week. I still haven't been contacted by anyone to assist me more on my issue. Can you please check?

Thank you

[Markjosephp]

Hello everyone,

It's me again, and I wanted to make sure this had been taken care of.

@Corvettedude, your issue has been escalated to our senior support team. So please continue the conversation there as soon as you receive an update.

@EugeneSush, we know that this has taken some time. Rest assured, we're not leaving you hanging. I’ve made a follow-up with our team; we'll get back to you as soon as I have something to share.

Thanks,
Mark

[EugeneSush]

Hi Mark, All,

I understand that everyone is quite busy nowadays, especially with upcoming holidays. However, I have a feeling that my issue will never be resolved as my Life Expectancy is much shorter than Nest/Google Customer Service response time. It has been over 1 week from your response and 2+ weeks from my original complain. It's very clear that device is defective as I have tried everything possible provided on the Web debugging this problem with no success. Need help ASAP please.

Thank you

[Markjosephp]

Hello EugeneSush,

I understand that you may be frustrated with the lack of communication, and I sincerely apologize for any inconvenience this may have caused.

We're committed to providing you with the best possible service, and I'll do everything I can to make sure your request is handled as quickly and efficiently as possible. Don't forget to check your spam/junk folder from time to time for any updates. 

Best,
Mark

[MHH]

I have to agree with EugeneSush that this is taking way too long for an obvious manufacturing defect.  what is the ETA on a resolution?  

[Markjosephp]

Hi MHH,

Thanks for getting back to us. It's been awhile since you started this thread. Have you had a chance to contact our team? If so, can you share with us your support ID number so I can check the status for you?

Best,
Mark

[MHH]

Hi Mark,
I have not heard from Google and this is very frustrating! i have tried to contact Google as I know this is a known issue from videos i have seen on YouTube. The nest thermostat worked perfectly for a couple of months and now it cannot find multiple WIFI's.
I saw that Google sent replacement thermostats if i can ever get to the right person/department to send me one out.
MHH

[MHH]

I have never received a support ID number

[Markjosephp]

Hey MHH,

I totally understand your frustration with the Nest Thermostat connectivity issue. I suggest trying a few additional steps to troubleshoot the Wi-Fi connectivity problem with your Nest Thermostat.

First, ensure that your Wi-Fi network is stable and that there haven't been any recent changes to your router settings. You might also want to power cycle your thermostat and router, as sometimes a simple restart can resolve connectivity issues. Also, does it show any message code, and could you provide us with a rundown of all the steps you have tried so we can move forward?

If you've already tried these steps without success and tried reaching out to us, you should receive an email with the support ID for your reference from your previous contact. This would help us so we can check the status and make a followup.

Warm regards,
Mark

[MHH]

My nest thermostat can no longer see any WIFI's.  i have tried all o fthe hints and still cannot connect.  it did work up until June and now I cannot do what I was used to be able to do.

Als, for the last couple of days in the morning I get a notice that the time and date are incorrect.  three days in a row!